BSHM 70
Professional Development and Applied Ethics
MODULE II
SETTING EXPECTATIONS:
THE WORK ENVIRONMENT
IN THE TOURISM INDUSTRY
Prepared by:
MADETTE S. OXIMOSO, LPT, MEM
ASSISTANT PROFESSOR I
Topics
Nature of work in Various Sectors Typical Organizational Structure
of the Tourism Industry
Stakeholders in the Tourism Top 10 Expectations of
Industry and Hospitality Sectors Employers in the Tourism
Industry
Employment Prospects for
New Graduates and
Jobseekers
NATURE OF WORK IN THE VARIOUS
SECTORS OF THE TOURISM INDUSTRY
Bachelor of Science in tourism and Bachelor of Science in
Hospitality Management as well as allied programs started
to become very popular in the mid 2000s due to the
unprecedented growth in the global tourism industry and the
desire of many young Filipinos to seek greener pastures
abroad.
However, once they set foot into a tourism-oriented
establishment either as an apprentice or a new hire, part of
their journey and expectations is unmasking of the true
working conditions, a departure from their-fabled prior
impression.
Stakeholders in the Tourism Industry and
Hospitality Sectors
The tourism industry and its hospitality
sector have several stakeholders that are
interested in the development of all
players and establishments, particularly
the labor sector. These are as follows:
Business sectors
Labor Sectors
Market Segments
Government and regulators
Academe
Intermediaries and consolidators
Suppliers and service providers
Media and advocacy groups
Business Sector
Based on statistics reported by the Department of
Tourism.
A total of 1,760 accredited accommodation
establishments ( with an equivalent of 289,649
rooms were inventoried in 2017 with an additional
of 2,700 rooms in 2018 and 2,300 in 2019
including international brands like Grand Hyatt,
Hilton, Sheraton, and Holiday inn express and
domestic players like Seda, Savoy and Aruga. It is
estimated that this development could generate
direct and indirect employment equivalent to
11,000 + jobs.
Labor Sector
Based on the Philippine Tourism Satellite
Accounts report by the Philippine Statistics
Authority, jobs in the tourism industry are
distributed across sectors as follows:
passenger transportation(38.3%),
accommodation and food & (33.6%),
miscellaneous ( spa, personal care, etc.)
(14.0%) recreation and entertainment and
cultural (6.9%), retail trade ( 6.5%), and
travel agency and tour operators (0.7%)
Labor Sector
The labor sector may be divided into two
categories: organized groups and
unaffiliated tourism workers. Organized
groups can be in the form of labor
unions(e.g National Union of Workers in the
Hotel, Restaurant and Allied Industries
(NUWHRAIN), Genuine Labor Organization
of Workers in the Hotel, Restaurant and
Allied Industries( GLOWHRAIN)
Market Segments
The paying customers of various tourism
and hospitality establishments are a major
force to reckon with. True to the adage
“ Customer is King”, they are regarded as
probably the most significant among all
industry stakeholders. Without customers,
tourism establishments will not survive and
stay in business. They thrive on the loyalty
and patronage of guests, customers, and
buyers.
Government and Regulators
One of the most important stakeholders in
the tourism industry as they formulate or
implements laws, policies and rules to be
observed both by the business and labor
sectors.
Government Agencies
Department of Tourism ( DOT)
Department of Public Works and Highways ( DPWH)
Department of Transportation and Communication (DOTC)
Land Transportation Franchising and Regulatory Board
( LTFRB)
Department of Foreign Affairs (DFA)
Department of Health (DOH)
Government and Regulators
Regulators
Securities and Exchange Commission (SEC)
Bangko Sentral ng Pilipinas
Anti- Money Laudering Law
Professional Regulatory Commission (PRC)
Academe
Schools are considered a major source or
feeder of the labor force of the tourism
Industry. They produce graduates who
have earned bachelor’s and associate
degrees while technical – vocational
schools produce graduates with national
certificates of competency in specific
functions or job skills.
Intermediaries and Consolidators
These are organizations that act as
middlemen or agents of key players in the
industry. In many instances, they also put
together a variety of products and services
like a tour or holiday package for domestic
as well as international tourists.
Examples of intermediaries and
consolidators are travel agencies and tour
operators.
Suppliers and Service Providers
Hotels, resorts, restaurants, bars, event
venues, spas, theme parks, and other
tourism oriented establishments rely on
reputable suppliers and service providers
for their operational needs.
Media and Advocacy Groups
News, organizations, publications,
members of the press, social media
influencers, and advocacy groups comprise
the final group of stake holders. They
contribute to shaping the opinion and
perception of brands of tourism
establishments.
EMPLOYMENT PROSPECTS FOR NEW
GRADUATES
Employment is such a tricky matching
process. Sometimes, an applicant is so
eager to get employed in his dream
company but won’t get hired because he
does not possess the qualities of the
desired entry level employee.
TYPICAL ORGANIZATION STRUCTURE
To identify Possible entry- level jobs in the
tourism and hospitality industry and
subsequently chart a variable career path.
Sample Basic Organizational Chart
Typical large international buffet
restaurant
Sample Basic Organizational Chart
A Passenger’s Airline Organizational
Chart
Sample Basic Organizational Chart
Organizational Chart for Tour Operator
Sample Basic Organizational Chart
An example of Organizational Chart for a 3- star business
and transient hotel with 50 guestrooms and a 30 – seater
coffee shop
TOP EXPECTATIONS OF EMPLOYERS IN THE TOURISM
INDUSTRY
1. New hires are expected to posses basic
competencies in the jobs they applied for.
2. New employees are expected to get
along well with fellow employees, instill
harmony and teamwork in workplace, and
cooperate in team and projects.
3. New employees are expected to
contribute toward the achievement of
business goals and operational targets of
the company.
TOP EXPECTATIONS OF EMPLOYERS IN THE TOURISM
INDUSTRY
4. Most tourism-oriented establishments
are customer-focused. The satisfaction of
customers is of utmost importance. New
employees should quickly master the
rudiments of delivering excellent service
consistently.
5. Loyalty to the company and protection
of the brand are critical and expected to
employees.
TOP EXPECTATIONS OF EMPLOYERS IN THE TOURISM
INDUSTRY
6. During the recruitment and selection
process, it is important to have a good
matching process. ( i.e, the values of the
applicants are congruent to the values of
the company)
7. All new employees are expected to be
obedient and compliant with company
rules, procedures, policies, and standards.
TOP EXPECTATIONS OF EMPLOYERS IN THE TOURISM
INDUSTRY
8. New employees are expected to learn
fast and to continuously embrace a culture
of lifelong learning.
9. New employees are expected to
demonstrate the ability to adapt to new
changes, trends, and developments in
business.
10. It is expected that younger employees
should be able to level up quickly and
adapt more challenging roles at the
soonest time.
THANK YOU!
Activity #1
Instruction:
For each of the following entry- level positions in
selected tourism organizations, identify the most
likely expectations of the employer on their new
hires in terms of knowledge, skills, and attitudes.
POSITION TITLE ORGANIZATION EXPECTATION
1, Food attendant Fine dining restaurant
2, Barista Starbucks in Tagaytay City
3. Housekeeping Marriot Hotel
Attendant
4. Usherette Cultural Center of the Philippines
5. Ticketing Agent Travel Agency based in Palawan
Activity #2
ESSAY QUESTION
What are your top three entry-level
positions in the tourism industry after
graduation? Articulate your answer in 50 to 70
words.